as_cute_as_pie
Well-known member
i dont get it 
after she said she apoligized again you said she was STILL being rude hmmm
after she said she apoligized again you said she was STILL being rude hmmm
Do you think she was rude?
- Thread starter crystal_21209
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giz2000
Well-known member
I have to agree with the others...she wasn't rude at all. You were out of line with her. Granted, it's live chat and things might come across differently on a screen than on the phone...but you were the one that came across as rude.
Remember, the people who work managing the website content are human...they make mistakes. You could have just come here and looked in the color stories for your answer, too..or ask one of our ever-knowledgable Specktrettes...
Remember, the people who work managing the website content are human...they make mistakes. You could have just come here and looked in the color stories for your answer, too..or ask one of our ever-knowledgable Specktrettes...
I missed the part where she was rude. At some point in the chat, I had a 'wtf' moment after reading one of your responses to her. It sounded like you were being very condescending with your 'oh, so you don't know' comment. Then after she still tried to help you, you jumped the gun and filed a complaint?! Makes no sense to me.
If I were the rep, I would've still remained impersonal & professional, ignored your rant, and politely thanked you for shopping with MAC. I think that you just hit a nerve and she had to kind of go there with you and defend herself.
If I were the rep, I would've still remained impersonal & professional, ignored your rant, and politely thanked you for shopping with MAC. I think that you just hit a nerve and she had to kind of go there with you and defend herself.
Shimmer
Well-known member
It's a very fine line to toe, as a CSR, to maintain polite professionalism and not be a doormat. Particularly when a customer is argumentative and confrontational.
I think this rep, in particular, handled it well, considering the manner in which the customer was approaching her.
I think this rep, in particular, handled it well, considering the manner in which the customer was approaching her.
Shimmer
Well-known member
And, to the OP:
Please do not get angry by the response to your thread. By openly soliciting opinions, you are soliciting dissenting as well as supportive ones, and in this case it was basically unanimous that the opinions were contradictory to yours.
It's not personal.
Please do not get angry by the response to your thread. By openly soliciting opinions, you are soliciting dissenting as well as supportive ones, and in this case it was basically unanimous that the opinions were contradictory to yours.
It's not personal.
crystal_21209
Member
Well first of all I did not want to put what she had told me in the letter to MAC because I know she would have got in a lot of trouble for that. I didnt want to get her in lots of trouble. I couldnt post it last night I got sidetracked and had to cook dinner. Anyways I checked my email just now and I had two emails from MAC one from the company itself apologizing and the other was through MAC as well but from her apologizing. So anyways she had just gone on to say she could speak to me however she felt was right. So I am also suprised that many of you dont think people in customer service are not to be polite. I had a job that included customer service and they're main thing was for us to be polite. They would always tell us that no matter how mad a customer got that we were to always be polite to them because if we showed any bit of attitude towards the customer that would just make the situation worse. Well the whole situation is over now and Im over it. Thanks for all the posts and reading.
Jennifer Mcfly
Well-known member
I had a "wtf" moment as well reading your chat. I was waiting to read something rude from Jennifer and all I saw was rudeness from you. I thought she was very nice through the whole chat. Even when you were being rude and condecending.
you better check yo'self before you reck yo'self!
you better check yo'self before you reck yo'self!
professionaltart
Well-known member
Quote:
I hate to bump this the thread anymore but Im not believing anything until i see it. A lot of people think that the MAC Live CHat people arent really MUA but they are, I know about 4 of them and they're based in the Boston region. I don't see how live chat artists would be that BOLD to TYPE out rude and mean things because they would be terminated IMMEDIATELY. There's a difference between verbal banter with a customer because then its like a he said she said but online especially with a transcript available? CMon now was Jennifer really that dumb?
Also, people that work in the retail/customer service industry including anyone that has to deal with other people waiters waitresses hostess etc etc, im not speaking for them but when someone is rude to me I have a right to not speak with you anymore. At MAC and at other jobs Ive had asked customers in a strong way to not address me in that way and perhaps thats what Jennifer meant about the tone she was speaking to you in.
Ive had customers been rude to me and Ive said to them, I will not help you with your foundation if you keep berating me like that.
| Originally Posted by crystal_21209 Well first of all I did not want to put what she had told me in the letter to MAC because I know she would have got in a lot of trouble for that. I didnt want to get her in lots of trouble. I couldnt post it last night I got sidetracked and had to cook dinner. Anyways I checked my email just now and I had two emails from MAC one from the company itself apologizing and the other was through MAC as well but from her apologizing. So anyways she had just gone on to say she could speak to me however she felt was right. So I am also suprised that many of you dont think people in customer service are not to be polite. I had a job that included customer service and they're main thing was for us to be polite. They would always tell us that no matter how mad a customer got that we were to always be polite to them because if we showed any bit of attitude towards the customer that would just make the situation worse. Well the whole situation is over now and Im over it. Thanks for all the posts and reading. |
I hate to bump this the thread anymore but Im not believing anything until i see it. A lot of people think that the MAC Live CHat people arent really MUA but they are, I know about 4 of them and they're based in the Boston region. I don't see how live chat artists would be that BOLD to TYPE out rude and mean things because they would be terminated IMMEDIATELY. There's a difference between verbal banter with a customer because then its like a he said she said but online especially with a transcript available? CMon now was Jennifer really that dumb?
Also, people that work in the retail/customer service industry including anyone that has to deal with other people waiters waitresses hostess etc etc, im not speaking for them but when someone is rude to me I have a right to not speak with you anymore. At MAC and at other jobs Ive had asked customers in a strong way to not address me in that way and perhaps thats what Jennifer meant about the tone she was speaking to you in.
Ive had customers been rude to me and Ive said to them, I will not help you with your foundation if you keep berating me like that.
Juneplum
Well-known member
Quote:
hmmmm.. seems to me if she said things that were that rude that's the stuff that should have been posted here if you wanted feedback and also posted in your letter to mac you didn't want to get her in lots of trouble??? that doesn't make sense to me.. if u write a letter of complaint, she is going to get in trouble
| Originally Posted by crystal_21209 Well first of all I did not want to put what she had told me in the letter to MAC because I know she would have got in a lot of trouble for that. I didnt want to get her in lots of trouble. I couldnt post it last night I got sidetracked and had to cook dinner. Anyways I checked my email just now and I had two emails from MAC one from the company itself apologizing and the other was through MAC as well but from her apologizing. |
hmmmm.. seems to me if she said things that were that rude that's the stuff that should have been posted here if you wanted feedback and also posted in your letter to mac you didn't want to get her in lots of trouble??? that doesn't make sense to me.. if u write a letter of complaint, she is going to get in trouble
Shimmer
Well-known member
Quote:
It's definitely the CSR's job to be polite, but that politeness is directly proportional to the mannerism of the customer.
Generally a CSR is allowed to become frigid while remaining cordial when dealing with a difficult customer.
You'll catch more flies with honey than vinegar.
| Originally Posted by crystal_21209 Well first of all I did not want to put what she had told me in the letter to MAC because I know she would have got in a lot of trouble for that. I didnt want to get her in lots of trouble. I couldnt post it last night I got sidetracked and had to cook dinner. Anyways I checked my email just now and I had two emails from MAC one from the company itself apologizing and the other was through MAC as well but from her apologizing. So anyways she had just gone on to say she could speak to me however she felt was right. So I am also suprised that many of you dont think people in customer service are not to be polite. I had a job that included customer service and they're main thing was for us to be polite. They would always tell us that no matter how mad a customer got that we were to always be polite to them because if we showed any bit of attitude towards the customer that would just make the situation worse. Well the whole situation is over now and Im over it. Thanks for all the posts and reading. |
It's definitely the CSR's job to be polite, but that politeness is directly proportional to the mannerism of the customer.
Generally a CSR is allowed to become frigid while remaining cordial when dealing with a difficult customer.
You'll catch more flies with honey than vinegar.
caffn8me
Well-known member
Quote:
Quote:
I think, to be fair to everyone here, you need to post the parts of the live chat which you claim were offensive and which weren't included in the first email you posted. We're still all in the dark here.
| Originally Posted by crystal_21209 oh not all of that chat came out. I just noticed I copied and pasted and when I did that my computer was being weird she went on to really tell me some rude things after I had said bye but i must have not copied the whole thing. Im gonna have to go in my email and get the rest of it. |
Quote:
| Originally Posted by crystal_21209 Well first of all I did not want to put what she had told me in the letter to MAC because I know she would have got in a lot of trouble for that. |
I think, to be fair to everyone here, you need to post the parts of the live chat which you claim were offensive and which weren't included in the first email you posted. We're still all in the dark here.
crystal_21209
Member
No I didnt want to put that. I dont want her to like lose her job. I know people have families and kids, mouths to feed. I dont know if they would have fired her but I wouldnt take that chance. I dont know why some of u think its fishy. When I was trying to paste everything last night my computer kept messing up and my mouse is messed up although I dont need to explain this to evreyone but whatever. I have been over this since last night so Im done. Now I see that all of u dont seem to like me so I'll probably just stay away from specktra. Once again thanks for the posts and reading.
Juneplum
Well-known member
^ as shimmer said:
Quote:
Quote:
| And, to the OP: Please do not get angry by the response to your thread. By openly soliciting opinions, you are soliciting dissenting as well as supportive ones, and in this case it was basically unanimous that the opinions were contradictory to yours. It's not personal. |
Vicky88
Well-known member
Why do people think that others don't like them simply because they don't agree with them? Just because I (and others) don't agree with your opinion that Jennifer was rude to you, it doesn't mean we don't like you.
Yes, I think you were being sarcastic and rude in your live chat with Jennifer but I don't base my opinion of a person on that. I am sure that if I got to know you, I would find you are a really lovely person and that the whole thing was a misunerstanding or that there was a reason for it.
Stop taking it all so personally.
Yes, I think you were being sarcastic and rude in your live chat with Jennifer but I don't base my opinion of a person on that. I am sure that if I got to know you, I would find you are a really lovely person and that the whole thing was a misunerstanding or that there was a reason for it.
Stop taking it all so personally.
caffn8me
Well-known member
The problem is Crystal, that you've just given one side of the story and an incomplete one at that. For people to form a balanced opinion they need more information; information that you are withholding. If she was genuinely rude to you then let's see the evidence. We haven't seen any yet.
It seems that you're sending conflicting messages too. You've now told us twice that the reason you didn't post it was because your computer screwed up. Fair enough, but that means you had every intention of posting it yet now you tell us you didn't.
You see, if we read what she wrote and we can all see that she was indeed rude to you, we might be a bit more sympathetic to you. I doubt anyone is going to get fired because of what you post so what have you got to lose?
To be honest, M·A·C will already have seen the full transcript as they will keep a log of all Live Chat sessions and would have pulled it out as part of a complaint procedure.
It seems that you're sending conflicting messages too. You've now told us twice that the reason you didn't post it was because your computer screwed up. Fair enough, but that means you had every intention of posting it yet now you tell us you didn't.
You see, if we read what she wrote and we can all see that she was indeed rude to you, we might be a bit more sympathetic to you. I doubt anyone is going to get fired because of what you post so what have you got to lose?
To be honest, M·A·C will already have seen the full transcript as they will keep a log of all Live Chat sessions and would have pulled it out as part of a complaint procedure.
browneyedbaby
Well-known member
Just read through everything and nothing is personal to you, as has been stated... these are simply opinions on the situation as you have portrayed it. You specifically asked a question 'Do you think she was rude' thus opening yourself up to opinions that are not the same as your own.
You can also highlight and cut and paste without relying wholly on using the mouse and as the chat was emailed to you this wouldn't have been a problem. I don't see how if you can use your mouse to click away on here why you can't click and drag on text to highlight but anyway you wish to leave it so so be it.
You can also highlight and cut and paste without relying wholly on using the mouse and as the chat was emailed to you this wouldn't have been a problem. I don't see how if you can use your mouse to click away on here why you can't click and drag on text to highlight but anyway you wish to leave it so so be it.
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